Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enclosed a letter from my Doctor ****** ** ********* MD The sales person Mrs. *********** ****** customer application was completed with fraudulent information was completed on my application only income is Social Security 1,300 monthly and spousal support 600. per month I'm Manic Depression patient

  Business Response

  Date: 09/24/2024

  To whom it may concern.

  We are deeply sorry of the customer's problem. At the time of purchase there was no indication or knowledge of a medial condition. Standard procedure was followed on our end for the sale. We hope she gets better soon, and hope to serve her in the future. 

   

  Best regards,

  **** *******

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my truck towed to dealership per sac advisor end of April w/ key and battery not working.1 week later. Sec adv stated truck is ready and the issue has been repaired new key,program and battery replacement total cost $1432.88 I then instructed that I’ll be in following Saturday and since I’m a 10yr cst can I qualify for payment arrangements etc advisor stated if the truck isn’t picked up additional storage fees 60.00 per day would be added I then ask for time due to me being retired and on limited income then they responded if I don’t pick up the truck by Saturday June 1st they will place a lien on my truck and sell it . I then feeling pressured I didn’t pay my rent and paid for repairs $1432.88 On June 1st @ 4pm once I got home the truck wouldn’t start I immediately reached my advisor to inform them of the no starting issue which they stated to contact roadside assistance I did and Sunday the truck was towed back to dealership so Monday morning June 3rd I spoke with advisor and was told that battery needs recharging /then that afternoon they informed me that they were going charge me additional fees for diagnostic etc. in which I stated I shouldn’t have to pay due to the truck is having the same issue that they never fixed then they refused to comply and stated they’ll recheck battery and they want me to pick up the truck that afternoon once I arrived the advisor stated she had to again jump start the truck.So once I reached home and turned the truck off it want restart so now I’ve paid for service and I have the same issue as started and I’m out 1432.88 and no manager has responded to my many calls to resolve this issue

  Business Response

  Date: 06/20/2024

  Mr. ***** bounced his payment check on us, so he still owes for his service. To help him we did 4 hours of courtesy labor diagnosing his problem. His car is here now and we have told him what it needs and how much it will cost to correct. We are waiting for his approval and payment. We have offered every courtesy to Mr. *****. 

• Initial Complaint

  Date:01/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* sold me a bad car it wasnt working they agreed to buy it back when they agreed to buy it back because it wasnt working. They came up with a bunch of different fees charging me over $20,000. When I was in a dealership they threatened me they stole my down payment, they made me continue to drive a messed up card that they sold me until they found an issue and it almost put me in several accidents. The racial Pro filed me. They called me a ***** and treated me like a criminal when they are the criminals. They charge me for driving the car that didnt work.

  Business Response

  Date: 02/08/2024

  **************** had a problem with charging his new electric car and ******** offered to purchase the car back from him. I checked with ******** yesterday and they did confirm that they completed the buy back with *****************

  Customer Answer

  Date: 02/08/2024

  [They stole my money, 5k of my down payment went missing. They charged me 15k. They disrespected me and called the cops on me and didnt let me get my things out the car]

   Complaint: 21114405

  I am rejecting this response because:

  Regards,

  *************************

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Mercedes Service Dept. is charging me twice for a tail light installation. Upon inspection, I was notified that the faulty tail light was not covered under warranty and I would have to pay for replacement as i was told the light is unrepairable. Upon notification of completion and arrival to claim the van, we drove the van 1 mile and discovered the new light is not functioning. When brought back the the dealer, they are demanding $380 charge to fix the the light. After already paying $442.83 for the job to be completed, Mercedes is charging me an additional $328 + tax to complete the job that should of been completed originally. After multiple conversations with my service advisor of this unnecessary additional charge, they will not honor or stand behind their original service to the vehicle.

  Business Response

  Date: 12/09/2022

  Customer brought vehicle to us with water in taillight.  This was not an item covered under his extended warranty.  It was not brought to us with an electrical complaint.  After simply replacing the taillight, the customer returned stating it flickers.  We verified this.  We found that there is aftermarket wiring tied into the wiring for the taillamp.  When this is removed, the light functions properly.  We did disconnect this wire, and I did not charge for diagnosis of the issue.  

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  To be clear of the complaint,

  The taillight has had no after market wiring installed and furthermore the light never flickered. The taillight housing proved to be faulty by water penetrating the housing. Cleary a factory defect. Water seepage was the cause of the malfunction. What wiring is present was there when the vehicle was purchased. The flickering issue was a new malfunction happening only after the new taillight had been installed. It is my understanding by Mercedes that they employee qualified and product-educated service technicians. The installation clearly was not tested and checked before completion of the task but returned to me as completed.

  After speaking to the ******* **** ******* yesterday, he did agree to complete the installation and refunded me the additional charge.

   

  Regards,

  ******* *******

  Business Response

  Date: 12/09/2022

  I am rejecting the customers response.  Even if a manufacturer defect (which is not being implied by us) the taillight is not under warranty.  I am the manager that the customer spoke too who agreed to refund diagnosis for the flickering, even though this was not caused by Mercedes ** *************  

  The aftermarket wire indeed needed to be disconnected from the factory wiring to stop the flickering.  

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in California but travel around the United States often therefore I need to get my Mercedes sprinter van serviced at dealerships out of my state. I have had problems in the past where i have been ripped off so I am already on guard. This time I had service performed from Mercedes-Benz of Jacksonville Florida on August 9, 2022. I was charged for unapproved items 1 which was not even done. 1st most obvious was charged $5.76 for replacing my key fabs 2 batteries which I never agreed to. two days later when my key didn’t work I found my Old mix-matched batteries still inside. blatant fraud, minor fee but it shows a pattern also $27.40 for fuel conditioner not DEF and not authorized. they claimed was part of the a type service also an AC odor treatment for $26.22 that no one seems to know what it’s for. Was charged $6 for a thimble full of windshield wash to give it a blue tint but it was already 3/4 full and it was same at pickup. I realize that these are small dollar amounts to form a complaint and make trouble however they make millions a year extra. it is a pattern I’ve seen in other Mercedes dealerships taking advantage of me, an out of state customer.Blatant, illegal corrupt and fraudulent. A side note: several years ago in *********** ****** I paid for replacing front struts when I found out they did not perform that work and I was charged the service guy said he remembers doing the job which was untrue. They sent me an apology and a refund check because they were caught red handed Mercedes practice is fraudulent activities and I wonder how many other millions of customers around the US and globe are victims. I would spearhead a class action lawsuit like the DEF fluid one which I paid thousands for repairs before I lost that decision. This is my 4th Mercedes and because it’s a camper van I need it to be work and not get ripped off every time I go for service. I called the service advisor left a message he never responded. Check your bill 1st !!!

  Business Response

  Date: 10/26/2022

  First off I would like to thank *** ******* for his business.  To address his visit with us I researched the repair.  I do show that *** ******* authorized all services performed including the fuel injector cleaner(not DEF) and A/C odor treatment, washer tank solvent(signatures captured).  It is normal practice to replace key batteries during the visit, but clearly that did not happen as the photo shows which we are at fault for.  I am willing to refund for these items(A/C odor/fuel cleaner/key battery) even though approved.  

  Customer Answer

  Date: 10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:to accept reimbursement would suggest that I am a happy customer when in fact it would downplay the bigger picture of my complaint with the Mercedes corporation in general since this is not the first time this is happened to me from several out of state dealerships  What I want is accountability and not just an admission of guilt for two key batteries but a meaningful oversight to prevent unscrupulous business activities from occurring to customers who are forced to get services done at the Mercedes dealers. The time is now and it’s long overdue that you tighten up your act.
  this is not an isolated situation I speak from having four Mercedes sprinter vans over the last 14 years traveling around the country making complaints and getting nowhere in the past. I suggest Mercedes fixes the problems and gets their act together Sincerely,   *** *

  Regards,

  ****** *******

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MERCEDES BENZ SENT A TOW TRUCK ON 9/8/22 FOR A BRAKE RECALL TO MY HOME FOR MY GL450 MATTE MERCEDEZ TRUCK AND KEPT IT UNTIL 9/15/2022 BEFORE DELIVERING IT BACK TO MY HOME. I HAD SEVERAL VISITORS AT MY HOME WHEN THE TOW ARRIVED AND MY VEHICLE WAS LOCKED AND SECURED. MY FIRST CONTACT WAS ON THE 9TH FOR AND UPDATE AND WAS ADVISED I DIDNT NEED TO KEEP CALLING THEY WOULD KEEP ME UPDATED. BUT NO ONE EVER DID. ON 9/15 I WENT TO M.B. AND FOUND BOTH BACK WINDOWS COVERED IN PLASTIC AND MY VEHICLE RAINED IN. THE M.B. REP ADVISED MY VEHICLE ARRIVED IN THAT CONDITION WHICH IS NOT TRUE. I DRIVE MY VEHICLE WITH NO ISSUES AND ONLY SENT IT TO THEM FOR THE RECALL PURPOSES. IN WHICH M.B. STATED WAS NOT NEEDED. THE TOW COMPANY ADVISED THEY ARE NOT LIABLE FOR ANY DAMAGES, BUT IN THE INVESTIGATION DOCS IT STATES THAT THE DRIVER JUMP STARTED THE VEHICLE TO COMPLETE THE TOW. I HAD NO ISSUES STARTING MY VEHICLE PRIOR TO HIS ARRIVAL. I ONLY STOPPED DRIVING MY VEHICLE PER THE RECALL LETTER. ON THE INVOICE FROM M.BV. IT STATES THAT MY VEHICLE WILL NOT START AND THE POWER WINDOW SWITCH IS BROKEN. MERCEDES BENZ OFFERED NO RESOLUTION OR ASSISTANCE WITH THE DAMAGE TO MY VEHICLE WJILE IN THEIR CARE. AT THAT TIME I ADVISED THEM TO TOW MY VEHICLE BACK TO MY HOME. IT HAS BEEN A MONTH AND NO ONE IS TAKING RESPONSIBILITY FOR MY VEHICLE'S DAMAGES. I WOULD LIKE TO BE COMPENSATED BY MY VEHICLE BEING REPAIRED BACK TO ITS ORIGINAL STATE OR GIVEN THE VEHICLES VALUE PRIOR TO THE DAMAGES.

  Business Response

  Date: 10/11/2022

  This issue is not with Mercedes Benz of Jacksonville.  MBUSA was called for the tow.  Upon arrival to MB of Jacksonville, which we have on video, the vehicle was removed from the tow truck with the windows down.  An employee from MB of Jacksonville then applied crash wrap to the open windows as the vehicle did not start or run in order to protect it.  The water inside the vehicle was present before arrival to MB of Jacksonville, as I said we have it on video and have sent this exact video by request already.  

  Business Response

  Date: 10/18/2022

  We are sorry your vehicle is experiencing these issues, but we at Mercedes of Jacksonville did not cause them.  You previously had a claim open with MBUSA towing which is the appropriate route to take in this situation.  I respectfully ask this case be closed, as we have video evidence when the vehicle arrived.  Tell us why here...

  Customer Answer

  Date: 10/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: THE TOW COMPANY & MERCEDES BENZ SHOULD BE HELD RESPONSIBILE FOR THE DAMAGE TO MY VEHICLE.  MY VEHICLE WAS IN THE CARE OF MERCEDES BENZ ONCE DROPPED OFF.  NO ONE CALLED ME TO ADVISE ME OF THE CONDITION OF MY VEHICLE FOR 8 DAYS AS IT SAT IN THE CARE OF MERCEDES.  THE TOW COMPANY IS CONTRACTED BY MERCEDES BENZ THEREFORE BOTH HAVE RESPONSIBILITY.  WHY WOULD I SEND MY VEHICLE FOR A RECALL IF IT DID NOT WORK PRIOR. I DROVE MY VEHICLE REGULARLY WITH NO ISSUES. THE RECALL WAS REQUESTED OF ME AND THAT IS THE ONLY REASON I AGREED TO SEND MY VEHICLE IN. NOW I HAVE A VEHICLE I PAID FOR AND NOW CAN'T USE AND NOONE WANTS TO TAKE RESPONSIBLILTY. IT MAKES NO COMMONSENSE TO SEND A BROKEN VEHICLE IN FOR A RECALL.......... MY VEHICLE WAS DAMAGED IN ROUTE OR AFTER ARRIVING AND I AM NOT RESPONSIBLE AND REFUSE TO TAKE RESPONSIBILITY FOR THE NEGLEGANCE OF A MAGER COMPANY THAT HAS NOW CAUSED ME MORE STRESS THAN ITS WORTH. THEY WOULD NOT ALLOW THIS TO BE DONE TO ANY OF THERE PARENTS OR FAMILY MEMEBERS SO WHY IS IT OK TO DO THIS TO ME. I WILL NOT ACCEPT THEM DISMISSING THIS ISSUE. 

  Regards,

  ****** *****

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and i take our Mercedes to the dealership to get services and the oil change is always around 450 dollars or so and thats fine its a benz. i am usually the one that takes her car but this day i was not with her. this was Thursday 10/06/2022. I was on the phone with my wife when the lated quoted her a price of a few couple hundred dollars which they always do and you give verbal consent to authorize them to move forward. an hour or so in the lady comes out and tells my wife the batter is dead which is a lie because she drove it up there and it crank just fine adn then she proceeds to tall her she can only use Mercedes Benz batters and charges my wife another 450 dollars to install a new batter which was necessary. And it was a lie that her car only uses Mercedes batters. My wife agreed because she believed that she had to have a mercedes battery which again was a lie as was her being told hef batter was dead. Finally after the service is done the lady brings my wife a bill for over 1500 dollars and tell her she has to sign it becuase the work has been done and so she signs it and paid the bill and she called me crying because she felt she had been ripped off and i agree. thats not what she was told and in the beginning and she was not asked in the beginning if she waned to pay 868 dollars for labor to change a freakin batter. I called and spoke to the manager and he advised that maybe the wording might have made my wife believe she had to only use mercedes batteries because thats all they sell but their intentions is not to deceive and he would talk to the associate. the association provide the signed document to the manager and lied and said my wife signed it before hand. if they check their cameras they can see the only thing she signed was for the over priced batter and thats because she was lied to and told her batter was all of a sudden dead and that she could only use mercedes batter. they are liars and crooks!

  Business Response

  Date: 10/11/2022

  Ms. ******* brought her vehicle in for an appointment.  We advised her of what service the vehicle is due for by manufacturer recommendations, and provided her with an estimate of $1125.00 of which she agreed to and signed for.  During the service of the vehicle, the battery is tested.  The battery failed the test.  This does not mean that the battery is dead, but that it may fail in the near future as the test measures the battery capacity.  At this point Ms. ******* was presented with an estimate of $457.00 to replace the battery.  She also agreed.  There was no conversation that "you have to replace it with us".  

   

  Fortunately, the service price was lower than the estimate, and came out to $1019.04.  The battery replacement totaled $456.50.  I spoke with Mr. ******* on the phone and offered to remove the new battery and reinstall his old one at no cost, then refund him for the battery.  He did not want or accept that as a solution.  

  Business Response

  Date: 10/21/2022

  We followed proper protocol and policies.  There is no further offer being made.  

  Customer Answer

  Date: 10/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: they are liars. I stand by my complaint! And I will go on google and elsewhere to leave my reviews which is my right! 

  Regards,

  ***** ******* ***

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept. 2021 I sent my vehicle to mercedes in Jacksonville to be repaired. I had a small leak and my steering wheel was making a whining noise. While my car was there an advisor called and said my truck was low and leaning and I wouldn't be able to drive it. Well it wasn't that way when it left here it drove fine I had just purchased it in April. She made me believe if I didn't get this issue fixed my vehicle wouldn't be drivable. So I gave permission for them to fix my air suspensions. Big mistake. Every since I did that my truck has been making all these weird noises the suspensions are not working correctly, malfunction lights coming on truck still making the whining noise and when I ride over bumps it makes my truck swerve like I need an alignment and it sounds raggedy like something is loose in my trunk. My truck did none of this before I sent it to them. They also tricked me into buying sway bars saying that would fix the problem that was a lie. I've spent over $7000 dollars and my truck rides like garbage now I'm so upset. I live in ga they are in Florida so they've always sent a driver to pick my truck up and bring me a valet they're refusing to do that now. They say their policy changed when they just had my truck this year in March. I've called mercedes customer care nothing still has been done. I feel like they took my truck destroyed it and took my money. I feel robbed. They have very bad customer service talk to me like I'm nothing. I actually had a worker to tell me it wasn't right how they're treating me and to call customer care. I've called several times still nothing. I am a single parent with 5 kids two of them disabled I need my car fixed properly and I need a vehicle to use as they've always done while they fix my truck. This issue needs to be fixed as soon as possible. I will never refer anyone to them and if they ever fix it I will never take it back

  Business Response

  Date: 09/09/2022

  The car is in our shop now and we are addressing the issue.

  Customer Answer

  Date: 09/27/2022

  I do not agree the way things are being handled. They are charging be $1500 that I don't have for something they messed up. And I told them from the beginning I had no money. I'm trying to get the money up to pay them and they are coming at their vehicle and leaving me with no car while my autistic son is sick and so am I. I asked then to please give me to Friday they refused. They have never sent me my car back this fast, ever. And I asked them not to do anything different so that I could pay for my car they speeded the process up on purpose,cthey really want to keep my car and sell it because they've been sending Emails asking me to trade it!. When I am able to get my car I will never use these people again

  Business Response

  Date: 09/27/2022

  We have repaired the vehicle properly and attempted to return it to Ms. *****.  We are unable to do so, due to lack of funds.  We allowed one week of leeway before picking up our vehicle, in which company policy is 18hrs before return.  We are not preventing Ms. ***** from acquiring her vehicle, and we also do not wish to purchase it.